The Value of a Strong Help Desk
Your MSP company is going to have to put a lot of tech fires over its tenure as a service agency. It will also have to install new systems, reconfigure networks, update security, provide consultation, and much more. Establishing an internal help desk, or outsourcing to professional agencies, makes a lot of sense–but help desks need to be properly managed to be as effective as they should be; otherwise they’re just another layer of bureaucracy.
Making Your Help Desk Worthwhile
A solid help desk swiftly resolves minute issues, saving unnecessary effort devoted to something as simple as a reboot. Simultaneously, such desks allocate “big issues” to the right people more quickly. But getting to that level of solidity is more easy to conceive than achieve. For most MSPs, the following steps will help facilitate such outcomes:
Assure Portals to File Tickets Are Straightforward and Easily Accessible
Ticket portals are often designed by engineers in a way that’s downright complicated, and it makes filing a help desk ticket a hassle for the customers you serve. It’s definitely worth it to examine what protocols define this process presently, and how to operate them. Have individuals who aren’t software engineers examine such portals to see if they’re easy to navigate and access.
Optimize Ticket Portals with Service Catalogs to Direct Ticket Creation
Your MSP company needs to make the portals not just accessible and easy to understand, but effective at sending ticket requests to the right people. Figure out what services your MSP most commonly supplies, what issues most commonly define customers, and tier help desk issues by relevance in this way so the right problems go to the right people faster.
Assure SLAs Are Crystal Clear; This Protects Customers and Your MSP
Service Level Agreements, or SLAs, need to clearly define service levels and get you as well as your customers on the same page. Done properly, this helps communication static diminish and facilitates more swift, comprehensive helpdesk resolution.
Optimizing Help Desks Serves MSPs, Clients, and Your Community
When your MSP company makes ticket portals easy to work with and access, that assures more tickets will be filed when necessary issues predicate such action. When you further optimize that portal to classify needs based on common services, it helps get the right people on the right job right away. When you define SLA thresholds from the start and get customers on the same page, they know what to expect and when to expect it. All these things together optimize your help desk, assuring necessary services are more swiftly completed, and ultimately enabling customers to better serve their own local demographics. It’s a small set of optimization steps that has a big collateral impact in a positive way for everyone involved.